Dynamic distributed customer issue analysis
AssigneeCisco Technology, Inc.
InventorsWilliam Hamilton, Christopher Oggerino
Life of this patent
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Abstract
Methods and systems for managing a distributed and dynamic review of a set of information are described. A set of information instances (e.g., case summaries) are distributed over a computer system network to reviewer nodes. A list of review items (e.g., problem types) against which the information instances are to be reviewed are also distributed over the computer system network to the reviewer nodes. An updated list of review items is distributed over the computer system network to the reviewer nodes each time a change to the list of review items is received from any of the reviewer nodes.
Claims20
A method of managing a distributed and dynamic review of a set of information, said method comprising:
- distributing a set of information instances over a computer system network to a plurality of reviewer nodes;
- distributing over said computer system network to said reviewer nodes a list of review items against which said information instances are to be reviewed;
- and
- distributing over said computer system network to said reviewer nodes an updated list of review items each time a change to said list of review items is received from any of said reviewer nodes.
A computer-usable medium having computer-readable program code embodied therein for causing a computer system to execute a method of managing a distributed and dynamic review of a set of information, said method comprising:
- providing a plurality of reviewer nodes with access to a set of information instances;
- associating with said information instances a list of review items against which said information instances are to be reviewed;
- and
- providing to said reviewer nodes an updated list of review items each time a change to said list of review items is received from any of said reviewer nodes.
A system for managing a distributed and dynamic review of a set of information, said system comprising:
- means for selecting a set of information instances for review and a list of review items against which said information instances are to be reviewed, wherein said set of information instances comprises a plurality of disjoint subsets of information instances;
- means for updating said list of review items each time a change to said list of review items is received;
- and
- means for updating a summary of review results each time a result of a review of an information instance is received;
- and
- means for sending said set of information instances, said list of review items including updates, and said summary of review results including updates over a computer system network to a plurality of reviewer nodes.
Dependencies are inferred from the claim text.